Junior Service Manager with ITIL/ ISO20000 - Perm - Bucks

Junior Service Manager with ITIL/ISO20000 - Perm - Buckinghamshire

We are looking for a Junior Service Manager to join our clients team in Buckinghamshire.

Responsibilities

• Building and sustaining strong relationships with new and existing Services customers, partners and internal stakeholders such as Account Managers and Operations Centre teams.
• In collaboration with internal stakeholders, negotiate Service Level Agreements with new customers. Use historic data to inform your negotiations of SLAs for contract renewals.
• Actively lead customer contract renewals discussions, ensuring that proactive conversations occur in a timely fashion, working with multiple stakeholders to ensure successful retention of our customer baseline and ensure positive revenue and GP growth
• Represent the customer during escalation events and co-ordinate our clients customer support teams to deliver within contractual timescales and agreements
• Schedule and manage regular customer service review meetings, presenting meaningful and value add insights to customers. Ensure our client and its partners are delivering to contractual obligations.
• Produce and maintain service improvement plans, driving an increase in customer satisfaction levels and improved service experience
• Manage the service relationships with multiple customers with differing needs and service levels
• Pro-actively manage risk and issues for our customer's, highlighting to the relevant stakeholders where appropriate and proposing mitigating actions. Review service failure incident reports with customers when required
• Liaising with relevant operations centre teams to champion the customer in relation service assurance activities including change and problem management
• Ensure appropriate documentation is in place for specific support requirements.
• Supporting and adherence to ITIL ,ISO 27001 and ISO 20000 practices and certification
• Management and scheduling of reporting requirement's for the Service Management team and customer needs
• Management of Service Management team mail-box
• Responsible for the creation and implementation of the Service Management communication's plan

Skills & Experience

• A proven background in Service Delivery Management, ideally within a Managed Service customer focused helpdesk environment where you are accountable for multiple customers.
• Excellent attention to detail, contract, negotiation and management experience
• Excellent communication skills with a passion for working with people and the ability to quickly build and sustain strong relationships. Effective negotiation skills - technical through to director.
• A pro-active approach with the ability to show personal drive and enthusiasm
• Ability to hit the ground running.
• Strong planning, organisation and administration skills
• Strong organisational , time management and prioritisation skills
• Full understanding of ITIL/ISO20000 with certification to foundation level.
• Ability to work with multiple stakeholders and 3rd party supplier management
• Able to manage conflict in a balanced manner
• Full understanding of service reporting, tooling and methods.
• Commercial understanding to enable upsell of services into existing and potential new customers

Junior Service Manager with ITIL/ISO20000 - Perm - Buckinghamshire

Project People is acting as an Employment Agency in relation to this vacancy.